How can EE sell the way they do and get away with it ?

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/comment/82018149#Comment_82018149

"The agent told me I could cancel the TV package on the new agreement and retain the broadband deal he offered", I suspect that that is pure nonsense. EE BB & TV deals are usually linked and can not be split.

If you are going to use the 14 day cooling off period, do it now. This should revert you back on to the previous deal with whatever minimum term is left. At the end of minimum term you then need to leave using the OTS system for the BB which should terminate the TV as well (confirm with your account online). The mobiles are usually separate and not tied in but be prepared to use the PAC to move them.

I had similar with VM where I had BB & a Flex Streaming box, when I was offered a better deal for BB only, after initiating my OTS option, I cancelled the switch to Sky only to find that VM had cancelled the new deal (not that they told me, I had to find this out myself) and gave me a load of waffle blaming Sky, the reality is that the first offer shouldn't have split the BB & TV package. The new deal they offered included both and of course was dearer.

iniltous

14 day distance selling rule , in the OP you suggest this arrangement was made much more than 14 days ago , you state you can’t recall the details which suggests a significant time period and not less than 14 days ago , so what newly taken ‘contract’ are you looking to cancel in the 14 day ‘cooling off period’ ?

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/comment/82018255#Comment_82018255

I think they say that they agreed a new deal "last year" at some point although they seem uncertain of that and have then contacted them just recently and once again signed up to a new deal without being certain of what exactly they've signed up for.

flaneurs_lobster

Call 150 from your EE mobile.

southsidergs

Cancellations can only be done by calling

SharonBack

I can understand the frustration. It’s always important to read the full terms and conditions carefully, but providers should also make pricing and contract details as clear as possible for customers.

southsidergs

https://forums.moneysavingexpert.com/discussion/comment/82021587#Comment_82021587

They do! Deals are clearly laid out as increases to xx.xx on certain date with contract length. People not reading properly & saying they weren't told is still going to happen though

Jase_from_Up_North

https://forums.moneysavingexpert.com/discussion/comment/82021817#Comment_82021817

No their not, they hide prices off screen (swipe left) to view prices on mobiles when using their chat facilities. Prices and terms never visible on the same screen. The whole systems designed to hide prices and clauses on Mobile phones.

I have long winded transcripts of lies from EE chat agents. Being passed from agent to agent when I ask for cancellation confirmations. 4 days trying to get a straight answer, eventually a text message confirming cancellation of an order from one semi-ethical agent called "Light". To then be told in a phone call 2 days later that the order is just "pending" cancellation now, and isn't actually cancelled that other contracts can't be cancelled whilst another contract is "pending" cancellation. Lies upon Lies, from agent after agent.

The telephone call with the EE agent this evening (which I recorded), she confirms that EE will never give a written confirmation of a cancelled order, only a verbal one.

How can you not confirm a cancelled contract? Why can you not confirm a cancelled contract? Because then you can carry on taking money. They have no official means to contact them to cancel a contract. They work on the fact that the little guy in the street can do nothing about the way they operate.

If I had the time, I would stand outside my local EE shop and advertise these tactics to anyone who would listen. Get the word out to the general public about these tactics. But I haven't, the little man in the street has to go out and work, pay other bills. Martin Lewis we need you !!!! Save us from these thieves

Jase_from_Up_North

https://forums.moneysavingexpert.com/discussion/comment/82018273#Comment_82018273

When what you've been told is lies, uncertainty, yes, you could say I'm uncertain what I've signed up for.

southsidergs

https://forums.moneysavingexpert.com/discussion/comment/82029230#Comment_82029230

If they were hiding prices off screen it wouldn't be telling you to swipe. It's a dociment that lays everything out, you my not like ot but it's not mis-selling